Evaluación de la satisfacción de los clientes con el producto informático Energux desarrollado por la división territorial desoft Villa Clara
Fecha
2019-06-25
Autores
Alvarez Pino, Beatriz
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Universidad Central "Marta Abreu" de las Villas. Facultad de Ciencias Económicas. Departamento de Economía
Resumen
Los estudios sobre satisfacción del cliente es una necesidad en las empresas cubanas
para la mejora continua de los procesos de producción y servicio, adquieren singular
importancia en los mercados del software donde Cuba se inserta, con las acentuadas
limitaciones financieras para adquirir la tecnología de punta en el mercado internacional.
La División Territorial Desoft de Villa Clara desarrolla en la actualidad el producto
informático Energux, el cual ha sido diseñado para el control de los portadores
energéticos. El diagnóstico realizado sobre la comercialización de este producto relevó un
incremento paulatino de los clientes que demandan el producto, con el consiguiente
incremento discreto de los ingresos y la necesidad de sistematizar los estudios de
satisfacción del cliente, ello permite identificar los principales problemas que estos
presentan y así contribuir a la mejora continua del producto y los procesos asociados a la
comercialización. En la presente investigación se aplica un instrumento, con rigor
científico, para evaluar la satisfacción del cliente con el producto informático Energux. Los
resultados obtenidos constituyen un referente para estudios posteriores sobre satisfacción
del cliente.
Studies on customer satisfaction is a necessity in Cuban enterprises for continuous improvement of production processes and services, acquire particular importance in software markets where Cuba is inserted, with pointed financial constraints to acquire the technology in the international market The Desoft Territorial Division of Villa Clara is currently developing the Energux IT product, which has been designed for the control of energy carriers. The diagnosis made on the marketing of this product relieved a gradual increase in customers who demand the product, resulting in slight increase in revenues and the need to systematize the studies of customer satisfaction, it identifies the main problems they present and thus contribute to the continuous improvement of the product and the processes associated with marketing. In the present investigation an instrument is applied, with scientific rigor, to evaluate the satisfaction of the client with the Energux computer product. The results obtained are a reference for further studies on customer satisfaction.
Studies on customer satisfaction is a necessity in Cuban enterprises for continuous improvement of production processes and services, acquire particular importance in software markets where Cuba is inserted, with pointed financial constraints to acquire the technology in the international market The Desoft Territorial Division of Villa Clara is currently developing the Energux IT product, which has been designed for the control of energy carriers. The diagnosis made on the marketing of this product relieved a gradual increase in customers who demand the product, resulting in slight increase in revenues and the need to systematize the studies of customer satisfaction, it identifies the main problems they present and thus contribute to the continuous improvement of the product and the processes associated with marketing. In the present investigation an instrument is applied, with scientific rigor, to evaluate the satisfaction of the client with the Energux computer product. The results obtained are a reference for further studies on customer satisfaction.
Descripción
Palabras clave
Producto Informático Energux, Empresas Cubanas, Producción